How to Reset my Password?

Your password is the key to online security.

Please select Web or Mobile version:

Web App

Password Recovery via Web App

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1. Navigate to the login page.

2. Locate and click on the [Forgot Password] option.

3. Enter the email address associated with your account on the platform.

4. Click on the [Send reset link] button.

5. Check your email inbox for a message confirming the password reset request and follow the instructions provided.

6. Choose a new password and confirm it. Ensure that your new password meets the platform's requirements for strength and security.

7. Once you have confirmed your new password, you will be able to log in using this new password from now on.

Mobile App

Password Recovery via Mobile App

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1. Open your Wallex Custody Pro App .

2. Locate and click on the [Forgot Password] option.

3. Enter the email address associated with your account on the platform.

4. Click on the [Send reset link] button.

5. Check your email inbox for a message confirming the password reset request and follow the instructions provided.

6. Choose a new password and confirm it. Ensure that your new password meets the platform's requirements for strength and security.

7. Once you have confirmed your new password, you will be able to log in using this new password from now on.

Recommendations

Recommendations & Best Practices

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1. Clear Cache and Cookies:

   • Clear your browser's cache and cookies regularly to prevent login issues caused by cached data or outdated cookies.

   • Follow specific instructions for clearing cache and cookies on your preferred web browser to ensure optimal performance.

2. Try Different Browser or Device:

   • If you experience login problems on a specific browser or device, try accessing the platform from a different browser or device to troubleshoot the issue.

   • Ensure that your chosen browser and device are up-to-date and compatible with the platform's requirements.

3. Reboot Devices:

   • If you're experiencing login issues, try rebooting your device to refresh system settings and resolve potential connectivity issues.

   • Check for software updates and install them to ensure your device is running the latest version of its operating system.

4. Check Network Connections:

   • Verify that you have a stable internet connection before attempting to log in. Unstable or weak connections can lead to login timeouts or errors.

   • Switch to a different network, such as mobile data or a different Wi-Fi network, to determine if the issue is related to your internet connection.

5. Updating Software and Mobile Apps:

   • Access the settings menu on your device and look for the option to check for updates. Follow the prompts to download and install any available updates. Keeping your devices up-to-date is essential for accessing new features and improving performance.

   • Visit the app store on your device and navigate to the section where updates are listed. Install any available updates for your apps. Regularly checking for and installing updates helps keep your devices and apps running efficiently and protects against security vulnerabilities.

Sometimes, due to network congestion or server delays, the password reset email may take a few minutes to arrive in your inbox.

For added security, consider enabling Two-Factor Authentication (2FA) on your account.

Need assistance? Contact our Experts here.